• Compensation

     

    Our compensation process depends on your particular circumstances. Please read the following carefully to find out if you need to make an application as some compensation is awarded automatically.

     

    Unplanned interruptions

     

    In the event of an incident, we do our utmost to restore gas supplies as quickly as possible. However, after the first 24 hours, affected householders will be compensated for time without gas. You will receive £30 for each 24-hour period without gas, which is paid automatically through your gas supplier. Small businesses will receive £50 for each 24-hour period without gas, which will also be paid automatically through your gas supplier.

     

    Small businesses affected by planned streetworks

     

    For business customers only, compensation can be claimed for loss of gross profit and not loss of takings, subject to your claim meeting the criteria in The Gas (Street Works) (Compensation of Small Business) Regulations 1996. To find out if you qualify, please complete our online business compensation form. We have printable forms below if you prefer not to apply online. 

     

     

  •  

    Printable small business compensation forms

     

    Business compensation claim form (Scotland)  

    Business compensation claim form (Southern)

     

  •  

    Complaints procedure and information

     

    Our complaint handling procedure (Nov 2014)

    Guaranteed performance standards (Scotland) (July 2014) 

    Guaranteed performance standards (Southern) (July 2014) 

    Notice of Rights (2015-16)